--- title: "Assign Agents to Contact Centers" slug: "assign-agents-to-contact-centers" description: "Learn how to efficiently assign agents to contact centers, designating contact center admins, and upgrading users to Ai Contact Center. Enhance your team's efficiency and customer support capabilities with our expert tips and step-by-step instructions." tags: ["contact center ring device", "dialpad call center", "ai contact center", "Dialpad sell", "Admin", "assign contact center agents", "Contact Center ", "ai sales", "Contact Center Admin", "add users"] updated: 2025-11-14T02:43:49Z published: 2025-11-14T02:43:49Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Assign Agents to Contact Centers [Contact Center](https://help.dialpad.com/hc/en-us/articles/213834926-Create-Manage-a-Call-Center) agents are front-line employees who interact with your customers through various communication channels like phone, email, or chat. Assigning agents to the right contact centers ensures calls and messages are routed effectively and that contact centers are properly staffed, improving team efficiency and customer satisfaction. Once you've created a Contact Center, assign agents to it. > [!NOTE] > Who can use this > > Contact Center agents are available to [Dialpad Support](https://www.dialpad.com/products/cloud-contact-center/) users. > > If you're on an [Dialpad Sell](https://www.dialpad.com/products/sales-dialer/) plan with the Contact Center Add-on, you can also assign agents to your Contact Center. ## Assign an agent To assign an agent to your Contact Center: 1. Navigate to Dialpad Admin Settings > **Contact Centers** 2. Select the desired Contact Center and go to the **Agents & Admins** section 3. Enter the name or email address of the agent in the search bar ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add-agents.jpeg) 4. Select the agent from the results window**.**The agent is added to the list for the Contact Center. > [!NOTE] > Note > > An agent can be assigned to a maximum of 100 Contact Centers. ### Assign Contact Center Admin or Supervisor permission Initially, users [appear as an agent](https://help.dialpad.com/hc/en-us/articles/360019632692), but you can make them an admin or supervisor. Roles for admins and supervisors are defined like this: | **Supervisor** | Have all the access as an agent or rep with the ability to utilize coaching metrics like Listen In, Barge In, and Take Over, as well as access the dashboard and set alerts | | --- | --- | | **Admin** | Can do everything that a Contact Center Supervisor can do, as well as edit Contact Center settings. | To give an agent Contact Center Admin or Supervisor permissions: 1. Navigate to **Dialpad Admin Settings** > **Contact Centers** 2. Choose the desired Contact Center and go to the **Agents and Admins** section 3. Find agent you whose settings you want to change and select **Options** 4. From the drop-down list, select **Make Admin** or **Make Supervisor![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/make-cc-admin-sup.png)** After updating the permissions for the agent, select your [routing type](https://help.dialpad.com/hc/en-us/articles/360000163246-Set-Call-Routing-Rules-for-Call-Centers#route-calls-to-agents), such as [skills-based routing](https://help.dialpad.com/hc/en-us/articles/360026954051), to prioritize which agents receive calls based on their rank and proficiency for a specific type of call. ### Bulk manage roles and skills Easily manage an agent’s admin or supervisor access and skills across the contact centers they belong to. To bulk edit an agent’s role and skill, go to **Dialpad Admin Settings**. 1. Navigate to Office > Select **Users** 2. Select **Options** > **Groups** 3. Select **Manage contact centers** 4. Choose the contact centers you’d like to manage > Select **Role and skill** 5. Set the agent’s role and skill > Select **Apply** and **Done** [Bulk-edit-role-and-skill](https://app.vidgrid.com/embed/FBNzgMhU3MXw) > [!NOTE] > Note > > Regional and Office admins can only manage contact centers they’re part of. ## Upgrading users from Dialpad Connect to Dialpad Support When you change a Dialpad Connect user to a Contact Center user, you must upgrade the user to a Dialpad Support or Dialpad Sell license. If you don’t have a free license, you’ll be prompted to [purchase a new license](/v1/docs/manage-a-contact-center#purchase-call-center-licenses) and will not be able to move the user until a license is available. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/user-different-teyp.png) When you upgrade a user to a Dialpad Support license, you can let them keep their existing numbers or remove them — if you keep the existing number, you’ll be billed for an additional number on that user’s line. Upgrades are instantaneous, so you don’t have to worry about downtime. > [!NOTE] > Note > > Without a direct number, the user can only place outbound calls from the Contact Center. ## Assign an agent to multiple Contact Centers To assign an agent to multiple Contact Centers: 1. Navigate to **Dialpad Admin Settings** > **Office**and****select **Users** 2. Go to the desired user and select **Options** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/manage-multiple-contact-centers(1).jpeg) 3. Select**Groups**> **Manage contact centers** 4. Select **Add Contact Centers** > Choose the contact centers you want the agent to be added to 5. Select **Add** > **Done** to save [assign-multiple-cc](https://app.vidgrid.com/embed/eFFsXKgloKL8) To remove an agent from multiple contact centers, repeat steps 1-4 shown above, and then deselect the Contact Centers you want the agent removed from. > [!NOTE] > Note > > Agents can be assigned to contact centers across multiple Offices. ## Ring connected devices Agents should ensure calls ring connected devices — calls can ring from Dialpad on desktops, laptops, mobile devices, desk phones, room phones, and forwarding numbers. To determine which devices will ring: 1. Navigate to **Your Settings** > **Your Devices** 2. For each device type, enable the **Ring This Device** option ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ring-this-device(1).png) ## Related - [Manage a Contact Center](/manage-a-contact-center.md) - [Contact Center Admin](/admin.md) - [Dialpad Support](/dialpad-support.md)